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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.


Top Call Center Priorities In 2014 [INFOGRAPHIC]

This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.

The survey provided a very interesting numerical context for the state of customer service in 2014.

We created this handy infographic showing the top results of that survey:

Guide To Understanding Customer Experience Metrics

Managing the Customer Experience has never been more of a priority for companies focusing their call center service on customer-centricity. All companies deliver a Customer Experience, just as all organizations deliver a company culture. However, the experience delivered to customers is not always what the company intended. This is why we need to understand one the key elements in this process: measurement. Because, as with any other process, if the Customer Experience can be measured continuously, it can continuously be improved.

In one of their recent Twitter chats, ICMI moderated a discussion that focused on Customer Experience Metrics. Among the key takeaways from the discussion were these key questions you need to ask yourself in order to understand how to measure the Customer Experience delivered by your company:

6 Facts About Student Loan Debt And Collections [INFOGRAPHIC]

Higher education is vital to improving the talent level of American workers. However, since enrollment grows every year and tuition prices are on the rise, student loans are increasingly playing a significant role in financing higher education and have continued to rise nationwide. According to figures released early this year by the Federal Reserve Bank of New York, at the end of 2013, American students’ debt had inflated to a total of $1.08 trillion, an increase of over 300% since 2003.

This burden hurts everyone and impacts the entire economy, where the debt collection industry plays an important role. Still, a recent survey showed that most Americans do not have a high comprehension on the ramifications of student debt.

Meet Us At Call Center Week 2014

Top Companies such as Time Warner, Avis/Budget, Direct TV, Verizon, and Beach Body Fitness have established nearshore call centers in Baja California, Mexico because of several key advantages. If you are interested in establishing a nearshore contact center, then we would like to meet you at the 15th Annual Call Center Week Conference and Expo in Las Vegas, NV from June 11-13.

Call Center Services International (CCSI) has a proven solution for companies seeking to establish a nearshore call center operation. This is not "outsourcing", rather your Baja Center becomes an extension of your existing operation and is managed by your U.S. team. This approach is highly successful because it allows you to maintain control of your call center operation, reduce operational costs, and measure performance in real-time.

2 More Steps Call Centers Can Take To Ensure Online Security

As a call center manager, you’ve probably taken all the necessary steps to ensure online security and safe transactions for your customers as well as your company; like making sure your payment system is PCI compliant, utilizing encryption technology to make sure private financial information remains private, providing a secure login system for your customers, or staying current with all the security updates for your business’s network of computers.

6 Advantages Of A Nearshore Call Center

Speaking from our experience in establishing call centers in Baja California for North American businesses, we have come to understand that when companies consider offshore outsourcing, they are looking at associated benefits, like lower costs and avoiding the difficulty of recruiting and training agents, among others. A nearshore solution also provides those benefits, but, did you know that there are additional advantages that come with establishing a call center in Baja California?

Take for example Call Center Services International's nearshore approach. With a nearshore call center you would also benefit from these key advantages:

1. Same Business Hours. One of the most common problems with outsourcing is the time difference. With a nearshore call center in Baja California you would share business hours in the same Pacific Time zone as in the United States. The biggest time difference would be between East Coast and West Coast.